In theory, Artificial Intelligence (A.I.) gives companies the ability to pass human recruiting tasks on to automated tools. Not only does this delegate the prescreening process to a robot, it can also prevent would-be candidates from even becoming applicants. This...
The Applicant Manager Blog
Subscribe to Email Updates
The Best ATS Providers Put the “Human” in HR Recruiting Software
There is no doubt that we live in the Digital Age. It’s all around us, everywhere, and the COVID-19 pandemic has only put more of an emphasis on technology.
This is especially the case in the professional world and the employment marketplace. We’re all social distancing, of course, and some of us work from home on a daily basis. This means plenty of online meetings instead of being face-to-face.
Heck, companies and organizations were looking for ways to replace human workers before the pandemic hit. Now many of them are trying to speed up the process. Does this mean that humans are becoming obsolete in the Digital Age?
The answer is a resounding “No!”
And nowhere do humans play more of a critical role than within the customer support realm, and that includes customer support for HR recruiting software platforms. Think about it. When you have to call customer support, regardless of what it’s for, you’d rather have a live person answer you than a machine, right? Of course you would! And so would everybody else.
It’s rather ironic, isn’t it? Technology is supposed to make our lives easier, so that we can work more quickly and efficiently, but when the technology isn’t working, we promptly call human beings to help us. Ironic, but also very true.
The fact of the matter is that the vast majority of HR departments in the marketplace these days are using some type software package like a Human Resources Information System (HRIS), payroll, or HR applicant tracking system. The good news is that these systems are designed to help streamline processes and increase efficiencies. Sounds good, doesn’t it?
But of course, chaos rules and eventually something is going to go wrong, no matter how good your HR recruiting software is. You’re going to need training, and you’re going to need customer support. So ask yourself the following questions:
- What kind of customer support do you receive from your current HR applicant tracking system?
- Do you get an actual human being on the other end of the line . . . or is it just an automated voice giving you an endless array of yet more automated options?
- How would you rate the customer service that you receive from your current system? Is it excellent, mediocre, or poor?
Think about your answers to these questions. The fact of the matter is that customer support should be a HUGE consideration when evaluating software. The best HR recruiting software providers know the value of top-notch customer service, so be sure to put customer service and support at the top of your “must-have” list of requirements.
HR applicant tracking software support and training
With all of this in mind, below are six ways to help ensure that you’ll get great customer support from your HR applicant tracking system:
#1—Find out what existing customers are saying.
This is an easy one. Before making your purchase, be sure to read customer reviews and testimonials. There are plenty of listing sites on the Internet, including Software Advice, Capterra, and G2 Crowd. When looking through the reviews and testimonials, see what the customers say about the software’s customer support. You can also ask software providers for a list of references so that you can speak with an existing customer directly.
#2—Know what kind of support is being offered.
This is where you have to read the fine print and know the details. You don’t want to find out that you don’t have access to a certain level of customer support when you absolutely, positively need to have that level of customer support. Availability is another big aspect. Are support representatives available at all hours of the day? If not, which hours are they available? And how can you contact these representatives? Telephone, email, chat . . . or all three?
#3—Take the software (and the support) for a “test drive.”
Hopefully, the software that you are considering offer a free trial. If they do, take them up on it and then test out the customer support team to see how they respond to your inquiries. Better to find out about any po